Air India's AI.g agent, built on Azure OpenAI, answers customer questions such as baggage and pet policies. Microsoft reports it has resolved more than 13 million conversations with a 97% success rate, with only 3% of queries escalated to a human agent.
Reported outcomes
Outcomes are reported exactly as stated by the source; we have not independently audited them.
How it works
- Customers ask AI.g questions in natural language.
- The agent reasons over Air India policy content to answer (e.g., recognizing a Labrador falls under the pet policy).
- Complex or unresolved queries escalate to human contact-center staff.
- Air India is trialing agents for full workflows such as refund processing (per source).
Risks & compliance
- Consumer-protection rules on refunds and compensation
Tools mentioned & how to build it
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Tools mentioned
- Microsoft 365 Copilot (Microsoft)
Copilot across Microsoft 365, plus Azure OpenAI for custom agents.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - Notion
Docs and wiki with Notion AI; a home for your agent playbooks and SOPs. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support.
Sources
“Since launch, it has resolved more than 13 million conversations with a 97% success rate.”How Azure AI helped Air India reinvent customer service by answering 40,000 daily queries instantly
Grade rationale: Named organization with quantified outcomes on the vendor's customer-story page. Automated check on Oct 17, 2026: 1/1 quotes and 2/2 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
